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ISO IMPLEMENTATION --A CASE STUDY

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					ISO IMPLEMENTATION
    A CASE STUDY
                                VP GUPTA
                CERTIFIED ENERGY AUDITOR
         Principal Chief Engineer (Electrical)BSNL
    INTRODUCTION
ISO  9001 : 2000 Certificate was
awarded by STQC Directorate on
21.06.2004 and valid up to
20.06.2007 for the Electrical Wing,
Tamilnadu.
For re-certification, External
Audit completed in June, 2007.
          Electrical Wing, BSNL, Tamil Nadu   2
   SCOOPE OF CERTIFICATION

Planning, Designing, Procuring,
Installation, Monitoring, Energy
Auditing, Operation and
Maintenance of Electrical,
Airconditioning and other Electro-
mechanical Services for BSNL,
Telecom, Admn Building and Staff
Quarters.
         Electrical Wing, BSNL, Tamil Nadu   3
       ISO 9001-2000: SCOPE
Applicable to all organizations for
  – demonstration of its ability to consistently
  provide product that meet customer and
  applicable regulatory requirements
  – aims to enhance customer satisfaction
  through the effective application of the
  system, including processes for continual
  improvement and the assurance of
  conformity to customer and applicable
  regulatory requirements

               Electrical Wing, BSNL, Tamil Nadu   4
  ISO 9001-2000: APPLICATION

Apply all requirements
Exclude only those requirements that
  neither affect ability to comply with
  customer/regulatory requirements
  nor absolve the organization of its
  responsibility to comply with
  customer/regulatory requirements
Exclusions are limited to Clause 7 only
Exclusions due to
  nature of organisation
  nature of product
           Electrical Wing, BSNL, Tamil Nadu   5
  ISO 9001-2000: TERMS & DEFINITIONS

As given in ISO 9000:2000
Product -Result of a process
Continual Improvement
  part of the quality management system
  focussed on increasing the effectiveness
  of organization to fulfil quality policy and
  quality objectives, on an ongoing basis
Supply Chain
 Supplier            Organization               Customer

            Electrical Wing, BSNL, Tamil Nadu     6
         ISO 9001-2000: STRUCTURE

1. Scope
2. Normative Reference         General Requirements
3. Terms & Definitions         Documentation Requirements
                                       General
4. Quality Management System           Quality Manual
5. Management Responsibility           Control of Documents
6. Resource Management                 Control of Records
7. Product Realization Processes
8. Measurement, Analysis & Improvement




                  Electrical Wing, BSNL, Tamil Nadu   7
         ISO 9001-2000: STRUCTURE

1. Scope
2. Normative Reference           Management Commitment
3. Terms & Definitions           Customer Focus
                                 Quality Policy
4. Quality Management System
                                 Planning
5. Management Responsibility     Responsibility,authority
6. Resource Management           & communication
7. Product Realization Processes Management Review
8. Measurement, Analysis & Improvement




                  Electrical Wing, BSNL, Tamil Nadu   8
         ISO 9001-2000: STRUCTURE

1. Scope
2. Normative Reference
3. Terms & Definitions
4. Quality Management System      Provision of Resources
5. Management Responsibility      Human Resources
                                  Infrastructure
6. Resource Management
                                  Work Environment
7. Product Realization Processes
8. Measurement, Analysis & Improvement




                  Electrical Wing, BSNL, Tamil Nadu   9
          ISO 9001-2000: STRUCTURE

1. Scope
2. Normative Reference
3. Terms & Definitions         Planning of Product realisation
                               Customer Related Processes
4. Quality Management System Design and Development
5. Management Responsibility Purchasing
6. Resource Management         Production & Service provision
                               Control of Measurement and
7. Product Realization                  Monitoring Devices
   Processes
8. Measurement, Analysis & Improvement



                    Electrical Wing, BSNL, Tamil Nadu   10
        ISO 9001-2000: STRUCTURE

1. Scope
2. Normative Reference
3. Terms & Definitions                      General
                                            Measurement & Monitoring
4. Quality Management System                         Customer Satisfaction
5. Management Responsibility                         Internal Audits
6. Resource Management                               Processes
                                                     Products
7. Product Realization                      Control of Nonconforming product
   Processes                                Analysis of Data
8. Measurement, Analysis                    Improvement
                                                     Continual Improvement
   & Improvement
                                                     Corrective Actions
                                                     Preventive Actions


               Electrical Wing, BSNL, Tamil Nadu              11
       PDCA (PLAN – DO – CHECK - ACT)

PLAN
Establish the objectives and processes to deliver
results in accordance with the customer requirements
and the organisation
DO
Implement the process
CHECK
Monitor and measure process and product against
policies, objectives and requirements for the product
and report the results.
ACT
Take action to continually improve process
performance.
                Electrical Wing, BSNL, Tamil Nadu   12
           TERMS AND DEFINITIONS

SUPPLIER                                              PRODUCT
                                                     OR SERVICE
(OUTSOURCING)

                ORGANISATION

                                                         CUSTOMERS
                                                         (END USERS)




            REGULATORY AUTHORITY


                 Electrical Wing, BSNL, Tamil Nadu         13
      ISO AWARENESS

Management         Meetings.
Training   at ALTTC
Quality   Policy and Quality Objectives
Quality   Manual and Procedure Manual
Review    of QMS

              Electrical Wing, BSNL, Tamil Nadu   14
        THE PROCESS MODEL

             Continual Improvement of the
             Quality Management System

C                                                           S
                                                                     C
                                                            a
u                           Management                      t
                                                                     u
                                                            I
s   R
                            Responsibility                  s
    e      Resource                          Measurement    f        s
t   q     Management                         Analysis and   a
                                                                     t
    u                                        Improvement    c
o   I                                                       t
                                                                     o
    r                   Product                             t
m   e                  Realization                          I
                                                                     m
    m                                                       o
e   e                                           Product     n
                                                                     e
    n
r   t
                                                                     r




                Electrical Wing, BSNL, Tamil Nadu               15
     TYPE OF DOCUMENTS

 QUALITY MANUAL
 PROCEDURES
 PROCESS DOCUMENTS
 QUALITY PLANS
 WORK INSTRUCTIONS
 TECHNICAL DATA
 SPECIFIATIONS/ NORMS
 FORMS
 TECHNICAL PRODUCT DOCUMENTS
 DOCUMENTS OF EXTERNAL ORIGIN

          Electrical Wing, BSNL, Tamil Nadu   16
    PURPOSE OF DOCUMENTS

TO SPELL OUT REQUIREMENTS
(QUALITY MANUAL, PROCEDURES, WORK
INSTRUCTIONS, QUALITY PLANS ETC.)

PURPOSE OF RECORDS

(RECORDS, DATA, REPORTS, MINUTES,
AUDITS ETC.)



           Electrical Wing, BSNL, Tamil Nadu   17
     NEED OF DOCUMENTS

 REFERENCE FOR IMPLEMENTATION,
  EVALUATION OF QMS I/C IMPROVEMENTS
 ENSURES FORMALITY
 BRINGS TRANSPARENCY WITHIN
  ORGANISATION, WITH CUSTOMERS AND
  CERTIFICATION BODIES
 ENSURES COMMON UNDERSTANDING
 USEFUL TOOL FOR TRAINING


           Electrical Wing, BSNL, Tamil Nadu   18
        ISO DOCUMENTATION

Quality  Manual and Procedures Manual are
mandatory documents. They have been revised
before re- Certification.
Present   Issue No.4 dated 28.4.2007 for both.
MIS  reports, Customer (SSA/ Admn. Unit office)
feedback reports, Internal Quality Audit System,
Meetings with Suppliers and their assessment
reports for continual improvement.


                Electrical Wing, BSNL, Tamil Nadu   19
      ISO DOCUMENTATION contd.

Regulatory   Requirements
 Master List of Documents
 Structure Changes:
 - New structure of the standards should not oblige
   organisations to change their system
   documentation to match the structure of the
   standards.
 - System documentation is unique to each
   organisation.

               Electrical Wing, BSNL, Tamil Nadu   20
            ISO DOCUMENTATION contd.
                         Master List of Documents

1. Quality Manual (Issue 4 dt. 28.04.2007)
2. Procedures Manual (Issue 4, 28.04.2007))
3. Indian Standard for QMS (Revision 2)
4. Electromechanical Works Handbook (Issue dt. 30 Aug)
5. Fire Protection Manual (Issue dt. 22.11.97)
6. Guidelines for NIT preparation and Tender evaluation (Issue dt. 21.12.98)
7. Guidelines for designing EI&Fans schemes for Telecom bldg (Dt. 7.12.98)
8. Works Instructions, Forms and Checklist (Issue dt. 1.7.02)
9. Duties and resp. of Officers and staff of Electrical Wing (Issue dt. 1.7.02)
10. CPWD Work Manual
11. DSR Electrical (Int)
12. DSR Electrical (Ext)
13. CPWD/BSNL Forms 6 and 8
14. Indian Electricity Rules
15. Energy Conservation Act (2001)
16. Pollution Control Act (2000)
                         Electrical Wing, BSNL, Tamil Nadu          21
  ISO REVIEW AND FEEDBACK

Three   levels of Management meetings
 - in o/o 1. PCE(E) 2. SE(E) 3. EE(E)
 - Recorded and Documented.
MIS   reports/Execution Process Report
 1. For original works
 2. For mtce. Works
 3. For Energy Conservation
  - Ensure works are carried out as per Quality
  Objectives and Quality Policy.
           Electrical Wing, BSNL, Tamil Nadu   22
     ISO REVIEW AND FEEDBACK contd.

Customer     feedback and meeting with
customers
Suppliers    feedback and meeting with
suppliers.
Internal   Quality Audit/External Quality Audit
Circulars   and Guidelines
Feedback on items such as days to day points
 and Work Instructions and Check lists.

                 Electrical Wing, BSNL, Tamil Nadu   23
QUALITY MANUAL
IMPORTANT ITEMS




  Electrical Wing, BSNL, Tamil Nadu   24
     QUALITY MANUAL

-The Quality Manual is the 1st
most important document for the
Q.M.S.
- It is a controlled document and
all the members of the Top
management        committee    are
provided with the original copy of
this document.
          Electrical Wing, BSNL, Tamil Nadu   25
    VISION

The Tamilnadu Electrical Wing
is committed to provide world
class Electro-Mechanical
Services to its Customers with
devotion and dedication to
ensure exceptional degree of
dependability in the services
rendered.
         Electrical Wing, BSNL, Tamil Nadu   26
   MISSION


Customer    Satisfaction,
Quality of Service, Cost
Consciousness        and
Conservation of Energy.


       Electrical Wing, BSNL, Tamil Nadu   27
    QUALITY POLICY

Original Works: BSNL, Electrical
Wing, Tamilnadu avows to
provide World Class Electrical
and Electromechanical Services
to our Customers by Effectively
deploying the infrastructure.


         Electrical Wing, BSNL, Tamil Nadu   28
   Quality Policy - Contd

Maintenance Works:
By way of Quality Maintenance,
BSNL, Electrical Wing, Tamilnadu
is committed to provide
uninterrupted power supply and
Air-conditioning Services to
Telcom Exchanges.


        Electrical Wing, BSNL, Tamil Nadu   29
   Quality Policy - Contd

Energy Conservation: BSNL,
Electrical Wing, Tamilnadu is
committed to conserve energy in
all its operations. We shall
transform energy conservation
into a strategic business goal
and make it as a way of life.



        Electrical Wing, BSNL, Tamil Nadu   30
    QUALITY OBJECTIVES

Original works :
To complete minimum 92% of the
projects before the target date for
start of installation work or along
with Civil Works.
To clear 85% of projects by
Acceptance Testing in their first
test itself.

           Electrical Wing, BSNL, Tamil Nadu   31
     QUALITY OBJECTIVES contd.

Maintenance Works
To attend at least 80% of faults
within 24 hours for minor faults,
within 7 days for major faults and
within 15 days for obsolete items.


          Electrical Wing, BSNL, Tamil Nadu   32
     QUALITY OBJECTIVES contd.

Energy Conservation:
Energy Auditing of
i) All buildings once in a year with
   connected load of >=500 KW.
ii) One building per quarter per
   Sub-division with Substation or
   AC Plant of 30 Ton and above.
iii)6 Buildings per quarter per Sub-
   Division not covered in above.
           Electrical Wing, BSNL, Tamil Nadu   33
   QUALITY OBJECTIVES contd.


3 Core Energy Management
Group Meetings / Programmes
for each SSA in a year
Maintain the Power Factor
above 0.95.



       Electrical Wing, BSNL, Tamil Nadu   34
     EXECUTION PROCESS REPORT

     REPORT FOR THE QUARTER OF …………….

  Following reports to be submitted by
  the SDEs as per Procedure Manual.
i) Completion of Original Works – Annx 9
ii) Maintenance Works – Annx 10
iii)Energy Conservation – Annx 11


            Electrical Wing, BSNL, Tamil Nadu   35
    Customer feedback
Customer Feedback from the SSAs to be
submitted every year for the period ending
December in the proforma as per Annx – 7
covering
Original Electro-mechanical works
Maintenace of Electro-mechanical
installations
Performance of Electrical Installations
during its life time.


           Electrical Wing, BSNL, Tamil Nadu   36
 PROCEDURES
   MANUAL
IMPORTANT ITEMS



  Electrical Wing, BSNL, Tamil Nadu   37
      PROCEDURES MANUAL
-The Procedure Manual is the 2nd. most important
document for the Q.M.S.
- It is also a controlled document. All the members of
the Top management committee are provided with
the original copy of this document.
-Our procedure manual contains 11 procedures. Out
of 8 procedures nos. 1 to 6 are mandatory as per the
ISO 9001-2000 Standard.
- The procedure nos. 7&11 are additional procedures
as per the requirements of the Organization.

               Electrical Wing, BSNL, Tamil Nadu   38
      PROCEDURES MANUAL contd.

   It contains following procedures
1. Procedure for Control of Documents (PR1)
2 Procedure for Quality Records (PR2)
3. Procedure for Internal Audit (PR3)
4 Procedure for Control of non conforming product (PR4)
5 Procedure for Corrective Action (PR5)
6. Procedure for Preventive Action (PR6)
7. Procedure for Maintaining Stores (PR7)
8. Procedure for Customer Feedback (PR8)
9. Procedure for Execution Process Report
10. Procedure for MRC Meeting
11. Procedure for Planning and Control of Works.

               Electrical Wing, BSNL, Tamil Nadu   39
 PROCESS APPROACH FOR QMS

  Based on the presented
 Process Approach we have
made specific flow diagrams
for original and Maintenance
            works.
      Annx – 15 of PM


       Electrical Wing, BSNL, Tamil Nadu   40
      Why do we need QMS ?
In today’s competitive environment, it is not
quality at any cost. Instead, it is quality at
competitive cost. In this context, QMS
provides the right frame-work for
organisations to harness their capabilities &
direct the efforts to achieve the intended
business results & serve as a basis for long
term growth & survival. Establishment of
QMS is commensurate with the benefit, cost
& risk considerations of an organisation

              Electrical Wing, BSNL, Tamil Nadu   41
      Quality Management Principles

Customer - focused organization
Leadership

Involvement of people

Process approach

System approach to management

Continual improvement

Factual approach to decision making

Mutually beneficial supplier relationship




             Electrical Wing, BSNL, Tamil Nadu   42
   Quality management principles

Customer - Focused Organization
  Organizations depend on their
 customers and therefore should
  understand current and future
 customer needs, meet customer
requirements and strive to exceed
     customer expectations.

          Electrical Wing, BSNL, Tamil Nadu   43
     Quality management principles


           Leadership
 Leaders establish unity of purpose and
direction of the organization. They should
     create and maintain the internal
environment in which people can become
      fully involved in achieving the
        organization´s objectives.

             Electrical Wing, BSNL, Tamil Nadu   44
    Quality management principles


     Involvement of People

People at all levels are the essence of an
 organization and their full involvement
enables their abilities to be used for the
         organization´s benefit.




            Electrical Wing, BSNL, Tamil Nadu   45
     Quality management principles


         Process Approach

A desired result is achieved more efficiently
 when related resources and activities are
          managed as a process.




              Electrical Wing, BSNL, Tamil Nadu   46
     Quality management principles

 System Approach to Management

Identifying, understanding and managing a
system of interrelated processes for a given
   objective improves the organization´s
        effectiveness and efficiency.




            Electrical Wing, BSNL, Tamil Nadu   47
    Quality management principles


  Continual Improvement

  Continual improvement should be a
permanent objective of the organization.




           Electrical Wing, BSNL, Tamil Nadu   48
   Quality management principles


Factual approach to decision making.

 Effective decisions are based on the
   analysis of data and information.




          Electrical Wing, BSNL, Tamil Nadu   49
     Quality management principles


Mutually beneficial supplier relationships

   An organization and its suppliers are
 interdependent, and a mutually beneficial
relationship enhances the ability of both to
               create value.




             Electrical Wing, BSNL, Tamil Nadu   50
       REGULATORY REQUIREMENTS

       Structure changes
New structure of the standards should not
oblige organizations to change their system
documentation to match the structure of the
standards.
System documentation is unique to each
organization e.g. Master List of Documents.



             Electrical Wing, BSNL, Tamil Nadu   51
           THINGS REQUIRED TO BE DONE FOR
                    IMPROVEMENT

 Purchase with specifications and verification
  of purchased items.
 Supplier’s relationship, meeting with
  contractors.
 Production and service provision, work
  instructions, suitable equipment, measuring
  devices, delivery and post delivery activities.
 Control of monitoring and measuring devices
 Permitted exclusions
 Customer Property
                Electrical Wing, BSNL, Tamil Nadu   52
       THINGS REQUIRED TO BE DONE FOR
                IMPROVEMENT

 Customer’s satisfaction
 Internal audit
 Non conformant products
 Non conformities
 Corrective Action
 Preventive Action




            Electrical Wing, BSNL, Tamil Nadu   53
         THINGS REQUIRED TO BE DONE FOR
                  IMPROVEMENT

 Documentation
    - Quality Manual
    - Six Mandatory procedures
    - Work Instructions, Forms and Check lists
    - Records to be maintained
 Apply for certification
 Adequacy audit
 External audit
 Non conformities raised - Action Plan
 Get ISO Certificate

              Electrical Wing, BSNL, Tamil Nadu   54
    BENEFITS OF ISO 9001:2000 CERTIFICATION


 Enables to systematically provide Electro-
  Mechanical Services with Quality, Speed,
  Energy Conservation and ensures their
  continuous and reliable operation.
 Provides a Management System which
  Facilitates:
    Regular Management Meetings at Three
     Levels (PCE, SE’s & EE’s Level)
    Feedback From SSAs & Suppliers for
     Continual Improvement.
                 Electrical Wing, BSNL, Tamil Nadu   55
       BENEFITS OF ISO 9001:2000 CERTIFICATION


 Quality Audit:
- Internal Quality Audit
- Assessment done by independent out side Auditors
  as per International Standards.
- Helps in identification, Traceability of records.
- Evaluation of over all working of different Offices/
  Maintenance Centers.
 MIS Reports:
- Enables to monitor the rectification of Faults and
  Completion of Works as per the Quality Objectives.
- Cases not complying with the Quality Objectives are
  Identified, discussed for the Corrective Action.
                   Electrical Wing, BSNL, Tamil Nadu   56
Thank You

				
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